Jira service desk clients can not view the transition link 'reopen'

NirvaSoftware

Our objective is to add new link from the client view. With this link the client would be able to reopen a ticket.

Our objective it to have something like the 'Cancel request' (see below)



So we edit the workflow. We add a status, then the create a link to the 'WAITING FOR SUPPORT'. We checked the 'show transition in customer portal'. We publish the workflow but the link is not visible...
Then we try to add some properties to the link..
A jira.i18n.title, jira.i18n.submit but still no results...

 

 

Maurice_y014q5

Hi,

 

A way to set this up would be to add a transition rather than a new status of reopened. 

 

When editing the workflow:

1. Click Add transition
2. From Status = Resolved
3. To status = Waiting for Support
4. Name = Reopen(or any name you wish to use)
5. Ensure that the Show transition in the customer portal is selected
6. Click Configure for the above show transition option and have it "Set issue resolution to" set to "Clear Resolution"

 

You may want to repeat this transition for the Closed and Canceled status as well, or simply use the Any Status, though we may not want to be able to "reopen" an issue from any status.

In this case you won't need to add any properties to the link or assign a screen for the option, just the steps listed above.

 

Hope that helps get you setup!

Best regards,
Brian